We believe tenants deserve clear answers, quick responses and a letting agent that actually picks up the phone. Whether you're in one of our managed properties or you're considering renting through us, this guide explains how we look after you.
How to report a repair
The fastest way to report a maintenance issue is by email or phone. When you get in touch, please include:
- Your address and tenancy start date.
- A clear description of the problem.
- When it started and whether it's getting worse.
- Photos, if it's safe to take them.
- Whether anyone in the household is vulnerable or the issue affects heating, water or security.
We aim to acknowledge repair requests within 24 hours during the working week. For urgent issues — heating failure in winter, a serious leak, electrical danger or a security problem — we will treat them as a priority and get someone out as soon as possible.
For non-urgent repairs, we'll arrange a mutually convenient appointment and keep you updated if parts or specialist trades are needed.
What counts as an emergency?
An emergency is anything that puts people or the property at immediate risk. Examples include:
- No heating or hot water in cold weather.
- A burst pipe or uncontrollable leak.
- Total loss of electricity or unsafe electrics.
- A broken window, door lock or anything affecting security.
- Gas leaks or carbon monoxide alarms sounding.
If you smell gas, call the National Gas Emergency Service on 0800 111 999 immediately. Then let us know.
Outside office hours, emergency contact details are provided in your tenancy paperwork and welcome pack. If you're not sure whether something is urgent, call us anyway — we'd rather hear about it early.
What repairs are the landlord responsible for?
Landlords are responsible for keeping the property safe and habitable. This includes repairs to:
- The structure and exterior — walls, roof, windows, doors, drains and gutters.
- Water, gas and electrical installations.
- Heating and hot water systems.
- Sanitary fittings — toilets, baths, sinks and pipes.
- Appliances that were supplied with the property.
You are responsible for looking after the property day-to-day and reporting issues promptly. You're also responsible for minor things like changing light bulbs, unblocking sinks caused by your use, and keeping the property ventilated and clean.
Understanding your tenancy
Most tenancies with Sidney & Co are Assured Periodic Tenancies. Under the Renters’ Rights Act these are rolling, open-ended tenancies with no fixed term. Key points include:
- You cannot be asked to leave without proper written notice.
- Rent increases must follow the legal process and cannot be applied unfairly.
- You have the right to live in a property that is safe and in good repair.
- You must pay rent on time and give two months’ written notice when you want to leave.
If anything in your tenancy agreement is unclear, please ask us. We prefer tenants to understand their contract from day one.
Deposits and disputes
Your deposit is secured with The Deposit Protection Scheme (DPS), a government-approved scheme, within 30 days of payment. You should receive written confirmation of the scheme details, including how to raise a dispute at the end of the tenancy.
To avoid deductions at check-out:
- Keep the property clean and reasonably tidy.
- Report and don't ignore minor damage — it often gets worse.
- Return all keys, fobs and remotes.
- Remove all your belongings and rubbish.
- Refer to your check-in inventory and photos.
Fair wear and tear is not chargeable. If you do disagree with a deduction, you can use the deposit scheme's free dispute resolution service.
How to give notice
If you want to leave your tenancy, please give notice in writing — email is fine. Make sure your notice:
- Is sent from the email address we have on file for you.
- Includes your full address and intended move-out date.
- Gives at least two months’ notice, ending on a rent period date.
We recommend giving notice as early as possible, even if your tenancy is periodic. This helps us plan the next tenancy and gives you time to arrange your move without pressure.
If you're unsure about the correct notice date, just ask us and we'll confirm it in writing.
Rent payments and arrears
Rent is due on the date set out in your tenancy agreement, usually by standing order. If you ever think you'll be late or unable to pay, please contact us immediately. We understand that circumstances change, and the earlier we know, the more we can help.
If you're struggling with rent, we can discuss:
- A short-term payment plan.
- Clarifying whether any benefits or support may apply.
- Speaking to your landlord about a realistic solution.
Ignoring the problem usually makes it worse. We promise to deal with rent issues professionally and without judgment.
Maintenance and inspections
We carry out periodic inspections during the tenancy to make sure the property is being well-maintained and to spot any developing issues. You'll always be given advance notice, and we'll arrange a time that works for you.
If you're going to be away for more than a couple of weeks, it's helpful to let us know. We can check on the property and make sure the landlord's insurance conditions are met.
Right to quiet enjoyment
You have a legal right to "quiet enjoyment" of your home. This means the landlord and agent cannot enter the property without your permission, except in emergencies or with proper notice. We always respect your privacy and will never turn up unannounced.
Changing the tenancy or adding occupants
If you want to add another occupant, keep a pet, or make any changes to the tenancy, please contact us. Some changes require the landlord's written consent, and some may need an updated tenancy agreement. We handle these requests fairly and will give you a clear answer in writing.
If you'd like advice on renting with a pet, our Moving House with Dogs guide has practical tips.
Complaints and escalation
We hope you'll never need to complain, but if something isn't right, we want to hear about it. In the first instance, speak to your usual property manager or contact the office directly. We'll investigate properly and respond in writing.
If you're not satisfied with our response, we are members of professional bodies including The Property Ombudsman, and you can escalate your complaint through their independent redress scheme. Details are available on request and in your tenancy paperwork.
Your responsibilities
A good tenancy works when both sides do their part. As a tenant, please:
- Pay rent on time and in full.
- Report repairs promptly and allow access for contractors.
- Keep the property clean and reasonably maintained.
- Not make alterations without permission.
- Respect neighbours and the local community.
- Give proper notice when you intend to leave.
- Arrange your own contents insurance.
Contact us
If you have a question, repair or concern, we're here to help. Our Liverpool and Wigan offices are open during the week, and we monitor emergency lines for urgent issues.
- Liverpool office
- 0151 707 8727
- Wigan office
- 01942 950490
- enquiries@sidneyandco.com
Visit our contact page for addresses, opening hours and directions.